About Michael Murphy Home Furnishing:
Established in ****, Murphy Home (previously Michael Murphy Home Furnishing) is Ireland's leading independent, family-owned furniture retailer.
With six stores nationwide and a strong, award-winning online presence, Murphy Home offers a curated range of quality furniture and home accessories designed to bring style and comfort to Irish homes.
Job Summary
Our Call Centre is an important part of our business, supporting the operation of our 6 nationwide stores as well as our Warehouse & Logistics operations.
In addition, our Call Centre is the point of contact for all of our customers.
The main responsibility of a Customer Service Agent is to consistently deliver a world-class service for our customers.
Job Description
Answer system directed calls in a timely manner
Adhere to and strive to meet KPI-3% Abandoned Call rate
Ensure Breaks/Lunches are signed out correctly on GoTo to allow for calls to be directed correctly
Document all call information according to company procedure
Manage and resolve customer complaints
Pass all relevant complaints to the appropriate Manager
Provide customers with product and service information (i.e. Delivery information)
Updating customer accounts with emails, resolution, important information
Route calls to appropriate departments
Action Delayed Lists as distributed by management team
Updating customers on the status of their order
Ensure all Follow up needed is noted
Check off all follow up in allocated time
Process payments
Ensure payments are assigned to Customer details on system
Log all Payments and Receipts
Ensure Deliveries are booked correctly
Monitor and answer shared Customer Service Email
Develop and Maintain a knowledge of the company's products
Support Delivery Teams with any Service Issues they face in their working day
Generating Replacement Orders for customers
Book Service Calls on The system for Technicians-Ensuring all correct information is provided so the department can carry out their role efficiently
Interact with cross over departments in a polite, speedy and informative manner
When raising Sales Order ensure all correct information Is given/input on the system
Monitor personal orders-Schedule delivery
Qualifications and Skills
2+ years of experience in an administration or call center role (preferred but not essential)
The ability and willingness to work a flexible retail schedule which includes weekdays, and weekends, and bank holidays is required
Good customer service and problem-solving skills
Strong verbal and written communication skills
Strong IT skills and a willingness to learn new sales software program's
Why Join the Michael Murphy Team?
We're fun and have a positive work environment
Provide staff discounts
Family run team spirit
Culture of developing and promoting from within the company
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